Welcome to Item Support
Item support is a service provided by our experts on Websroad. Having support for a purchased item means that our experts will be available to the buyer, to iron out any potential issues you have in using the item.
The item support period
A supported item includes item support for 2 months from the purchase date. During those 2 months, our experts are expected to be available to provide the item support services we’ve set out on this page.
What’s included in item support
Availability of our experts to answer questions: During the item support period, our experts are expected to be available to answer general questions about the item and how to use it? etc. The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).
Reply to technical questions about item features: During the item support period our experts are expected to be available to:
- Answer to specific questions about the features and functionality of the item
- Provide some guidance on the way the item is designed
- Help with issues related to using the item and getting the most value out of its functionality
- Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions
What’s not included in item support
Item customization: Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, we recommend contacting our experts to see, buyers can ask Websroad if we privately offer paid installation services for that item.
Before asking from an author support
We suggest that before you ask our experts for support, read the documentation (included with the downloaded item) and any additional information available on the item pages (FAQs, Comments, etc) to see if that information answers your questions.
We sell mostly items to many buyers, so the time taken to respond to your request can vary. If you’re waiting for an update or fix to an item, it may take several days/weeks for our experts to properly fix, test, review and release. Our Experts can also take breaks (e.g. a vacation) from providing item support. Our Experts will let you know of any extended breaks via Comments tabs on their items.